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Business Process Specialist

Apply Location Mexico City Requisition Number R-88137

Business Process Specialist

Job Purpose

Document and maintain end to end Call Center business processes, including Operational manuals required to deliver our services. To engage with functional business owners and ensure that documentation is up to date, available for all users and its content fulfills Global, Regional, and Country needs.

Primary Job Accountabilities/Responsibilities

·Understand Assurant Processes to maintain and ensure Process and Instructions Tool and Assurant content process tool information quality and standards.

·Document processes using ISO 9001-2000 standards to allow Assurant Call Center resources to audit not just the documentation but the process adherence at any time and without notification.

·Highlight gaps and agree next steps/timings to document all Business Processes.

·Agree format and structure for all Business Process Documentation.

·Create documentation, ensuring all Business Processes are mapped in the same format/structure, presented in an easily digestible format and are readily available to all users.

·Maintain all processes updated.

·Pilot/Road Test documentation with end users to ensure information is fit for purpose.

·Work as a PMO for new businesses and Keep Inventory of all Processes associated to Assurant.

Basic Qualifications Required - Experience, Skills, and Knowledge

  • Excellent spelling and grammar (English and Spanish).
  • Structured mind set and oriented to results.
  •  Capability to define importance versus urgencies to define priorities.
  •  Ability to work in ambiguous and stressed environments.
  • Excellent written communication
  • Desirable PMO experience

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Meet Our People

Ignacio D. - Senior Operations Analyst

Whether I'm working with people in Argentina or Chile or Miami, we all feel like we're part of the same company. And within my own group, we share ideas and analyze as a team - and drive for change, for improvements. We'll show each other how we do things and lend advice.

I also enjoy the focus on work-life balance - in the workplace, we're offered exercise classes or stretching classes with a trainer, for example. I've had the flexibility to take classes and training. And, we have the opportunity to give back to the community through events held throughout the year.